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About the Role
Provides technical support to enterprise users for hardware, software, cloud, and mobility platforms; troubleshoots incidents and fulfills service requests within service level agreements. Escalates complex issues appropriately and contributes to knowledge base updates to reduce recurring incidents.
Responsibilities
- Provides remote, phone, and electronic technical support for hardware and software issues.
- Documents and tracks incidents through to resolution and updates knowledge base content.
- Resolves tickets within established service levels and escalates when required.
- Troubleshoots laptops, mobile devices, and cloud-based applications; coordinates with specialist teams.
- Escalates incidents requiring advanced expertise to appropriate support tiers; supports user onboarding activities.
- Assists in root cause analysis of recurring issues and updates knowledge documentation.
- Trains users and promotes self-help resources to reduce repeat incidents.
Requirements
- 2–4 years of experience in IT service desk or end-user support required.
Skills
- hardware support
- software support
- cloud platforms
- mobility platforms
- troubleshooting
- incident management
- service request fulfillment
- knowledge base management
- user onboarding
Experience Level
- 2-4 years
Education Level
- Bachelor’s degree in computer science or a related field, or equivalent experience
About the Company
- DPR Construction is a forward-thinking, self-performing general contractor specializing in technically complex and sustainable projects for the advanced technology, life sciences, healthcare, higher education and commercial markets.
- Founded in 1990, DPR is a great story of entrepreneurial success as a private, employee-owned company that has grown into a multi-billion-dollar family of companies with offices around the world.
- Working at DPR, you'll have the chance to try new things, explore paths and shape your future.
- Here, we build opportunity together—by harnessing our talents, enabling curiosity and pursuing our collective ambition to make the best ideas happen.
- We are proud to be recognized as a great place to work by our talented teammates and leading news organizations like U.S. News and World Report, Forbes, Fast Company and Newsweek.
- Explore our open opportunities at www.dpr.com/careers.